Help Desk Team Leader

Randstad Construction and Property; Worthing; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading recruitment agency is seeking a Helpdesk Team Leader to supervise the helpdesk staff and manage service requests efficiently. The ideal candidate will have proven leadership experience and knowledge of CAFM systems. This full-time role located in Worthing offers competitive hourly pay and requires strong communication skills and the ability to oversee team performance and workflow management.

Qualifications

• Previous experience in a supervisory or team leader position.
• Ability to manage service requests effectively.
• Track record of meeting KPIs and SLAs.

Responsibilities

• Supervise helpdesk staff while ensuring optimal performance.
• Oversee service request logging and workflow management.
• Monitor SLA/KPI compliance and manage operational reports.
• Deliver high standards of customer service.
• Collaborate with technicians and contractors for service delivery.

Skills

Proven experience in a helpdesk or service desk role

Strong knowledge of CAFM systems

Excellent communication and interpersonal skills

Organisational and problem-solving skills

Understanding of health, safety, and compliance

Tools

Microsoft Office

CAFAM systems (Planon, Maximo, etc.)

Job description

Overview

Job Title: Helpdesk Team Leader

Salary: £18.38 per hour

Schedule: Full-time, Monday - Friday, 08:00 - 17:00

Location: Worthing

Key Responsibilities

• Team Leadership & Performance Management: Supervise helpdesk staff, ensuring optimal coverage, performance, training, and adherence to service standards. Monitor individual and team performance, and provide jeopardy management reports to relevant stakeholders.
• Service Request & Workflow Management: Oversee the logging and triaging of service requests (calls and walk-ins) and utilize the CAFAM Planon system for dispatching tasks and maintaining structured workflows.
• Quality Assurance & Financial Oversight: Monitor SLA/KPI compliance (Balanced Score Card), handle complaints, and prepare operational reports. Manage the sub-contractor's inbox, oversee Work In Progress (WIP) for timely billing, and collaborate with the Finance Administrator to ensure accurate Schedule of Rates (SOR).
• Customer Service & Collaboration: Deliver high standards of responsiveness and professionalism to both internal and external customers. Liaise with multi-trade technicians, regional managers, and contractors to coordinate service delivery and maintenance tasks.

Experience / Skills

• Experience and Role: Proven experience in a helpdesk, service desk, or facilities coordination role, ideally within FM, utilities, or a similar service-driven environment. Previous experience in a supervisory or team leader position with responsibility for staff performance, development, and workload management.
• System Knowledge and Performance: Strong knowledge of CAFM systems (e.g., Planon, Maximo, Concept, or similar) and the ability to manage service requests effectively. Demonstrable track record of meeting KPIs and SLAs in a customer-focused environment.
• Communication and Interpersonal Skills: Excellent communication and interpersonal skills with the ability to engage confidently with clients, engineers, contractors, and stakeholders at all levels.
• Organisational and Problem-Solving Skills: Strong organisational and problem-solving skills with the ability to prioritise competing demands in a fast-paced environment. Proficiency in Microsoft Office and other digital collaboration tools.
• Compliance, Analysis, and Improvement: Understanding of health, safety, and compliance requirements. Ability to analyse service performance data and contribute to continuous improvement initiatives. Flexibility to adapt to changing priorities and client needs.

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business